Customer Service Product Manager
About The Position
Uphold is a leading fintech platform enabling users to transact in multiple asset classes—from traditional currencies to cryptocurrencies and commodities—on a single, unified interface. We’re building the infrastructure for the future of finance with a focus on compliance, security, and user experience. We’re looking for a junior-level Customer Service Product Manager to own the complete customer service experience at Uphold. You’ll be the strategic owner of all customer-facing interactions and support tools, responsible for delivering efficient, responsive, and delightful support experiences at scale. In this role, you’ll bridge the gap between our customers’ needs and internal operations by managing the full suite of customer service touchpoints and tooling. You’ll work cross-functionally with Customer Service, Engineering, and Operations teams to streamline workflows, reduce response times, and leverage automation and AI to enhance our support capabilities.
Requirements
- 2-4 years of product management experience, with a focus on operations, support, or customer-facing products
- Proven track record managing complex, multi-stakeholder projects in SaaS or fintech environments
- Strong understanding of customer service operations, support tools, and CRM systems (Zendesk experience a plus)
- Experience with automation tools, workflow optimization, and AI/ML applications (e.g., chatbots, intelligent routing)
- Excellent communication and stakeholder management skills
- Data-driven mindset with proficiency in analyzing metrics and translating insights into action
- Ability to balance quick wins with long-term strategic initiatives
- Strong problem-solving skills and comfort navigating ambiguity
- Expertise using generative AI and LLMs to increase productivity (including creating live applications)
Nice To Haves
- Has worked in fast-paced fintech or regulated environments
- Understands API integrations and technical architecture (deep technical background not required but valued)
- Has launched or improved customer service/support products
- Demonstrates a customer-first mindset with empathy for support operations
- Thrives in collaborative, cross-functional environments
Responsibilities
- Own the Customer Service Product Portfolio: Manage all customer-facing support channels including chat, voice, in-app , and support ticket system (Zendesk), ensuring seamless integration and user-friendly experiences
- Drive Efficiency & Automation: Identify opportunities to reduce response times, eliminate manual processes, and implement automation and AI solutions that empower the Customer Service team to work more effectively
- Develop Product Strategy: Create and execute a roadmap for customer service experiences that aligns with company goals and customer expectations
- Stakeholder Management: Work closely with Customer Service leadership, Engineering teams, and other internal stakeholders to understand pain points, gather requirements, and prioritize initiatives
- Data-Driven Decision Making: Analyze customer service metrics (resolution time, CSAT, ticket volume, response times) to identify trends and opportunities for improvement
- Integration & Tool Management: Oversee the integration of customer service tools with internal systems and platforms, ensuring smooth data flow and operational efficiency
- Process Optimization: Lead initiatives to redesign customer service workflows, implement best practices, and scale support operations efficiently
- Cross-functional Collaboration: Partner with Product, Engineering, Design, and Operations to deliver solutions that improve both customer experience and operational efficiency
- Engineering Team Leadership: Inspire an engineering team by setting clear goals, removing blockers, and driving delivery
- Priority Setting & Planning: Define priorities, balance technical and product trade-offs, and maintain an execution-focused roadmap with Engineering
- Backlog & Delivery Management: Write clear user stories (acceptance criteria, requirements, dependencies), manage the backlog, and run with the tech lead delivery rituals (grooming, planning, reviews)
- Execution Accountability: Track progress, manage scope, and ensure high-quality releases through testing, rollout planning, and post-launch follow-up
Benefits
- Impact: Own a critical customer-facing function at a growing fintech platform serving millions of users globally
- Growth: Work on challenging, highly visible initiatives that directly impact company success and customer satisfaction
- Team: Collaborate with talented product, engineering, and operations teams in a supportive environment
- Learning: Expand your expertise in fintech, compliance-driven industries, and scaling operations
- Flexibility: Hybrid work arrangement with our New York office, providing flexibility while maintaining team connectivity
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
